F.A.Q.

Question: What is verification? Why I need it?
Answer:   When you buy e-currency via wire transfer or money transfer we need to verificate you. When you verified you get full functionality service :
       - you can make buy orders without verification;
       - you get info about our bank and receiver info automatically when making order;
       - debit cards are only available for verificated persons;
For verification you need to upload copy of your international identity card (or driver license) and utility bill in your profile after registration (copy must be colourful, in good resolution and in english letters). If you do not have utility bill please upload copy of your id 2 times.Please pay attention that we do not work with third party transfers. If you are verified you need to send wire transfer or money transfer by yourself.

Question: I want to use my VISA/MASTERCARD debit/credit card to buy e-currency. Can i do so?
Answer:   Yes you can. First you need to register and became verified. After that you will have an opportunity to buy e-currency using your debit/credit card.
When you will send credit card payment you need to use cell phone that you mentioned in registration and you verified with.

Question: What is the processing time for direction 'credit card - e-currency'?
Answer:   If it is your first transaction using credit card via our service it can take from 15 minutes till 5 business days to verify transaction and funds will be available on our account.
Next transfers will take 1 business hour to proceed. In order to proceed your order you need to have VISA or MASTERCARD card issued in any bank that does not have limits for Internet transactions.
When you will send credit card payment you need to use cell phone that you mentioned in registration and you verified with.

Question: What is the processing time for direction 'e-currency - credit card'?
Answer:   It will take 2-6 business days for funds to appear on your VISA card. We send funds only to VISA cards of any bank. We can withdraw only 10 000 on one VISA card a month.We can not send funds to card of USA, Nigeria,Columbia and Venesuela.

Question: What is the processing time for international payments (wire transfer)?
Answer:   The fastest international payment we had received took 12 hours and the slowest one took 5 business days. Information on exact term of transfer and its processing could be obtained in bank which originated payment. The customer usually receives international payments which we had made on third or fourth day upon sending.

Question: I made sell order to wire transfer, but received less on my account. Why?
Answer:   As it said when you make order you see our fee and our bank fee, so we pay only our bank fees. Payment will be an international bank wire transfer and may be subject to processing and/or intermediary bank and your bank charges. Goldexpay cannot be held liable for such charges. If you want us to pay all fees for wire transfer you need to contact our support team.

Question: I made buy order to my e-currency account via wire transfer, but received less on my account. Why?
Answer:   As it said when you make order you need to pay all fees for wire transfer (OUR option). Payment will be an international bank wire transfer and if you will put SHA or BEN on wire transfer our bank or intermediary perhaps will have fee for transfering money and we will receive less on our account. We deduct fee from amount that will be credited to our bank account.

Question: Who do I contact about problems or questions regarding my orders?
Answer:    You need to contact our support team ( please before it check status of your order ).

Question: What is your return, refund and cancellation policy?
Answer:    If you believe you have made a payment in error or have any other issues or questions related to your payment history with Goldexpay, please contact our support team.

Question: Who pay bank wire fees?
Answer: When we make bank wire (iban, sepa), we use the „Shared fees (SHA) option, and we pay our bank’s fees. So if your bank (intermediary) will not charge fee for transfer - you will receive full amount of money that we transferred. There are other options like „Beneficiary pay all fees (BEN)“ and „Sender pay for all fees (OUR)“. If you want us to pay all fees for wire or you want your bank to pay all fees please contact our support team.

Question: I want to sell e-currency for western? There is fee 3% + 6 usd. How much i will receive? Please expain me fees.
Answer: Our fee is 3% + 6 USD. So we will deduct from amount that you will send 3% first, and after that 6 USD. Money transfer fee is NOT included in our fee. So amount that you will receive depends on money transfer fee. You will see in history our fee and money transfer fee.
For example you want to sell wmz to western USD. Today fee is 6% + 6 USD + Western fee. You sell 100 wmz. Our fee is 6% + 6 usd, so 12 USD is our fee. You will receive 88 USD - Western fee. Western fee from 50 to 100 is 15 USD, so you will pick up 88-15 = 73 USD.
If you want to know what amount you will receive for sure please contact our support team and we will help you with calculating.


Question: I want to send wire transfer.Can i use online internet banking?
Answer: If it your first wire transfer - no.

If you make first wire transfer with service GOLDEXPAY you need to make it only from branch of your bank (not internet banking). When confirming first wire transfer you need to attach paper from bank where are mentioned such information

- Name of the Bank of sender;
- Address of the Bank of sender;
- Account Number (IBAN for transfers of European Union);
- Name of the Account Holder;
- Receiver information (Name of Account Holder, Account Number)
- Memo required;
- Name of agent sending wire transfer;
- Paper must be signed by bank agent

If you will send your wire transfer from online banking and it will be your first wire transfer it will be returned to you with deducting all bank fees.
After first successful wire transfer you will be able to make buy orders using your online banking and attach printscreen of transfer .


Question: I want to send western (moneygram) via site. Can i do that?
Answer: In connection with increase amount of cases of scam, we do not carry out removal of transfers Western (MoneyGram) sent through online-interface. Please use western (moneygram) office to send money transfer.

Question: Why I can trust goldexpay.com?
Answer: Goldexpay.com is official exchange partner of Perfect Money, verified exchanger of C-gold, verified exchanger of ECUmoney, official exchanger Liberty Reserve, got Business Account ePassporte. We are ICOMMU accredited and GDCA member. Goldexpay.com got SSL certificate by COMODO so your connection with our site is fully secure.
 

Question: What about exchange with moneybookers and paypal?

Exchange with PayPal and moneybookers can take up to 1-2 working days (usually 3-5 working hours) to complete.

We guarantee your satisfaction at Goldexpay. We provide all our members with a refund, return and/or exchange policy on all trades. If you cancel your order or change your mind about buying before we actually process the order there is no charge to cancel. If you have sent your payment to us, we can return your funds less any bank or financial institution transaction fees.